Fortune 50 Software Company Engineers a Contact Center Victory
公司规模
1,000+
地区
- America
国家
- United States
产品
- Mattersight® Predictive Behavioral Routing
技术栈
- Predictive Behavioral Routing
实施规模
- Pilot projects
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 预测分析
适用行业
- 消费品
- Software
服务
- 系统集成
关于客户
The client is a top U.S. software and consumer technology manufacturer/retailer with an annual revenue of $86 billion. They operate 20 call centers staffed by over 8,000 Customer Service Representatives (CSRs). Their products and services are integral to their customers' daily lives, encompassing activities such as working, traveling, and communicating. Given the critical nature of their offerings, the client places a high emphasis on providing excellent and efficient customer support. Any technical issues can significantly disrupt their customers' lives, making the availability of top-notch support essential for a positive customer experience. The client sought to balance cost-cutting measures in their support center without compromising on the quality of service and customer satisfaction.
挑战
This client’s products and services play a central role in nearly every aspect of their customers’ lives. People don’t merely use them for entertainment; they depend on them to carry out their most vital daily activities: working, traveling, communicating, and more. When technical issues arise, a user’s life can effectively grind to a halt until a resolution is achieved. So the availability of excellent, efficient support is virtually inseparable from the products themselves— and absolutely essential to a positive customer experience. When the support center was targeted for cost cutting, a challenge arose. With an average call length of more than 20 minutes, it was clear that an opportunity existed to scale back costs by increasing call efficiency. However, compromising call quality and customer satisfaction in pursuit of that opportunity was not an option. This client was faced with two potentially conflicting goals: to reduce its operational costs in the contact center, and to maintain its exemplary level of service and support. To achieve them both, they turned to Mattersight.
解决方案
Together, the client and Mattersight identified Mattersight® Predictive Behavioral Routing as the ideal solution to meet their equivalent needs of call efficiency and customer satisfaction. Mattersight® Predictive Behavioral Routing identifies an individual caller’s personality type based on collected behavioral data. It then instantaneously routes that call to the available agent who is best able to successfully communicate with that personality type, based on past performance data. This personality-based approach pairs callers and agents who are most likely to have a natural, effortless chemistry. As a result, their conversations are shorter, more effective, and more satisfying. Because Mattersight® Predictive Behavioral Routing involves no agent training and requires no changes to existing processes, clients are able to implement this solution quickly and with minimum disruption.
运营影响
数量效益
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